Torus Arvostelua 64

Where do I even start!!!! My flat burnt down in June because of faulty wiring in the loft from a PIV (Positive Input Ventilation Unit). These are supposed to be maintained and cleaned regularly - after living there for almost 9 years, Torus have never ONCE been to maintain it. This caused my home to burn down, the roof to blow off and for me to lose every single item I have ever had in my entire life. They wouldn’t let me or my insurers in for 3 months!!! As they were trying to hide or cover up the fact it was their fault until I received the report from the fire brigade confirming faulty wiring in the loft. They put me into in temp property which I am in now but I have had hardly anything from my insurers as they couldn’t gain access to my own flat. They are disgusting. Absolutely disgusting. Plus the property they moved me into also had faulty wiring. Absolute joke. All they care about is rent rent rent. And I now have rent arrears for refusing to pay so guess what? Now taking me to court!!! Finally had enough and been in touch with national newspapers about how people in these properties are treated. And yes, I have started legal proceedings against them.

This HA could not sell a mouse in a pet shop, let alone a new apartment. Slow, poor service and attitude. The person who showed me the apartment for shared ownership led me to believe I had to view quickly in order to secure. As it turned out virtually none of the flats had been reserved. They wanted my £350 reservation fee straight away but I got no receipt for this despite trying to contact them for two weeks! They never answered calls or replied to emails. After being forced to make a complaint they then tried to tell me there was no record of my having paid a reservation fee which turned out to be a complete lie (their accounts dept had already confirmed receipt to sales at the time of speaking to me, which they admitted weeks later, but still had me run around for 2 days trying to prove I had paid). When it went to their solicitors the price of the flat, and my share, had gone up. This was done without consulting me at all and this cunning development covered the discount they said I would get towards white goods! So in effect I was paying for the discount they originally said I would get. They also included a clause saying if I pulled out before completion I would lose the reservation fee. I'm sure this is illegal under government shared ownership policy. As I really liked the flat I still went ahead against my better judgement but later pulled out anyway. They hadn't even registered the property or the block with Royal Mail for post code reasons. No post boxes in the reception area with a vague promise this would be put in soon, though judging by their lies and incompetence to date I didn't trust them about this and so envisaged moving in without being able to receive post and issues registering any services.
Don't go anywhere near this company. They don't care about anyone, other than making money at your expense. Incompetent charlatans!

I have reported pest control a thousand times, NOTHING HAS BEEN DONE. Why am I paying,£113 per month service charge? Do Tours think I'm made of money? They leave the communal back yard a disgrace, and wonder why there are rats/mice.. what am I paying for?????????

We contacted Torus 8 months ago asking them to make a repair to our roof. After numerous complaints which they choose to ignore, we are still waiting. Absolutely terrible customer service.

I called Torus emergency repairs about a leak from my bathroom to the electric & gas cupboard downstairs in my hall. A very kind plumber came within two hours sealed my bath and fixed a loose plug hole. So grateful and thank full.

Avoid this company!!!

We have tried to contact this company as their property has overgrowing trees and shrubs into my parents property.
We are now over 3yrs since complaining and have had one person pop out to see mum.
Didn't leave a forwarding contact number or email even though they are customer services.

There has been damage to both fencing and the greenhouse yet there has been no approach since from this business.

Their helpline is automated and you are kept waiting for ages and then it tends to drop the call.

This company is a joke and I would highly advise never dealing with them.

Very very poor communication from my housing officer, who despite promising to contact me with updates regarding an issue of importance, has not. I have had no choice but to continuously call and write emails multiple times and still to no avail. Torus should be providing a duty of care to their Tennants and the service I have received is less then satisfactory. The complaint is now at stage 2 and looking to involve the housing ombudsmen.

Torus, failing to adhere to their tenancy agreements

I would like to share my experience with Torus, which has been deeply disappointing and frustrating. This company consistently ignores complaints and fails to adhere to tenant agreements, creating an untenable living situation for surrounding residents.

Ignoring Complaints
One of the most egregious issues with Torus is its blatant disregard for tenant complaints from non-tenants. Despite multiple attempts to reach out to management about serious concerns such as abuse, noise, attempted break-in, damage to private property, the company routinely fails to respond. When they do acknowledge complaints, their responses are often dismissive and lack any concrete plans for resolution. This lack of accountability not only undermines trust but also leaves surrounding residents in potentially dangerous and unhealthy living environments.

Non-Adherence to Tenant Agreements
Torus Housing Company also has a disturbing pattern of not honouring the terms outlined in their tenant agreements. The key violations include Safety & Security, ignoring instances whereby a tenant has clearly and evidently broken their tenancy agreement. Despite commitments outlined in their agreement, actions are inadequate and leave surrounding residents feeling unsafe. So much so, forcing people to leave their own homes.

Another is poor communication: communication from the company is sporadic and unprofessional. Important notifications about abusive and disruptive tenants, and other significant issues are either not communicated, passed from one enforcement officer to another, or are simply left undealt with

Impact on surrounding residents
The cumulative impact of these issues is significant. Surrounding residents are neglected, and frustrated. The unsafe environment people are expected to live in adds to the stress and dissatisfaction.

Conclusion
In summary, Torus demonstrates a concerning lack of commitment to its tenants and non-tenants. By ignoring complaints and failing to adhere to tenant agreements, the company creates a living environment that is not only unpleasant but also potentially unsafe. Prospective tenants should exercise caution and thoroughly research their options before considering a lease with Torus. Existing tenants may need to seek legal advice or involve tenant advocacy groups to address these persistent issues.

Living in Haydock Torus62 Social Housing!!! no I am the only poor person here. In fact the flats are for reach people, who live their old mothers there alone, so useful for when they have to go on Holiday. In fact TORUS 62 has in place a system called : PERMISSION TO ENTER OKEachDay which they ask you to sign at the start out of the Tenancy agreement. Means that NURSES?? They write number in this little black box outside of each door and they can enter the flat!!
because of that we cannot close our door from the inside!! Also are not Social Housing here in Haydock if there is a TAXI driver living here!!! Social Houses for well off grow up children so going on holiday not a problem TORUS62 useful method will look after their mother or father. Rich people, big cars flats inside in a terrible conditions. Tenants this spring changed their kitchen all knew, If I had those money I wouldn't be living in a Social Houses, and The Council help to cover up everything!! It's a scandal

Lloyds Bank I been to the bank and I was transferred 500 pound with staff inside the branch with my identity and after 10 minutes unknown number call me and massage me regarding about your payment and asking me over 30 questions and I was waiting on phone almost 30 minutes and his just came and said for more security I’m not believing this this more for my security because everything was clear that’s why I do this think inside the branch so this is for something else that’s why no one not put money on bank anymore don’t waste customer times and teach your staff be more professional

Had problems with rats made holes in the kitchen ceiling also chewed through electricity wires in loft took over a year to change the lagging as was full of rat pee and droppings two years plus no repairs done yet they put the rent up by pounds not pence and most of us get nothing done

I was supposed to have a gas service today, between 12.00 and 17.00 no show or phine call. Also still waiting for a fence, which a car crash through 2 months ago. Quick to put a claim in thought

I have lived in this property for 17 years, and the last three years have been hell for repairs.
I first reported an issue with the downstairs bitumen floor it was bubbling and I had to remove the bathroom door as we could not close the door, they sent a surveyor out who said it was rising damp, I contacted them several times to start the repairs but to no avail, after a year they told me they had tried to contact me regarding the repair but because they couldn't they cancelled it. I asked how they had tried to contact me and was advised they sent some workmen round. They didn't telephone me or send a letter to schedule they apparently just sent someone round, when I disputed this as I have a ring doorbell that records, I escalated the complaint and they ended up paying compensation. you would think this resolved the issue, but no...
We had the same issue for another year where I am phoning nearly every month to see when the repairs can be fit in again, and it takes yet another year.
When They eventually come out to fix it they ripped my full bathroom out and then tell me they couldn't complete the works within a week as nobody told them is was a bitumen floor ( I mean who new they only laid the bloody thing in the first place) so my bath sat outside in the garden for over a week and my bathroom and pantry looked like a building site filled with rubble they couldn't be bothered taking away, after much back and forth on the phone they eventually came out to lay the new flooring and proceeded to fit the bathroom and loo back in only for me to realise they hadn't actually fixed the loo to the floor which started leaking straight away and they had fixed the bath panel on so with a piece of skirting board up the side (a very fetching look) I again had to call them out to fix, I thought this was the end of it but no.. there's more..
I then realised they have plumbed the bath in to the toilet outlet pipe so when I empty the bath or run hot water in the bath it smells of sewage. they are supposed to coming to fix that today so who knows what delights will be waiting for me when that is finished.
Now we have an issue with a case of the loose light fitting with originally broke off about 2 years ago when I was changing a bulb and the whole light fitting wire and bulb came away with my hand, they sent someone out to fix it, yet it was doomed to repeat itself, last week I find myself again changing the bulb and low and behold it falls off again. I call them to repair while I was at work and they advised me it would be a same day job because of the exposed wires and to call back when I had a day off work, well today is that day, as I have the repair booked in for the bath to be fixed, and I was told that it is now miraculously less dangerous than a week ago and it is a 48 job and they cant confirm they would get here today.
finding myself a generally relaxed person I didn't report all of these issues to the housing ombudsman as I thought maybe it was just problematic after the covid issue etc. but I am now getting to the end of my rope with the misinformation the goal posts changing every day and the fact that repairs can't seem to be carried out in a manner they would carry them out in their own homes.
its almost like tenants of Torus are treated like vermin for being in social housing.
the only recourse now is to speak to my local MP and maybe try and get somewhere with the housing Ombudsman. wish me luck I'm going to need it!

We have been begging Torus to move our 70yr old father who is disabled to shalterd accommodation from a 2 bed bungalow in L1 which he cant live in anymore, they said thats not what they deal with, we have been asking if they could cut the over grown weeds in the garden they wont. We have
found our father in the bushes asleep as he is vunerable. Next step is citizens advice. Terrible terrible housing!

I moved from a house to a bungalow last year as both my wife and myself have health issues and could no longer manage stairs. I was offered the property at the beginning of may but was told that due to the amount of work it needed doing (allegedly) it would take a while, it took almost 8 weeks!
It was supposedly having a new kitchen, all new heating, new bathroom and various other improvements, I was really looking forward to the move as it was back to the area I grew up in as well as being a bungalow, oh how my dream rapidly became a nightmare!
Day one, viewing, the kitchen was a mish mash of what looked like left over units, I have 2, 300mm wide wall cupboards and a 500 mm one, the cooker space was set up in a way that meant i only had two 500 mm wide bits of worktop to prepare food on and place appliances such as a kettle, microwave etc.
The wetroom floor had holes in it where the new toilet had been fitted incorrectly and then moved, it also sloped towards the door, i had to place a towel behind door to prevent water going into the hall! the bathroom fan didnt work meaning i had to leave a window open while i showered, now this isn't ideal at any time, anyone coming to the front door could look through the window, and in winter it was freezing. I slipped one night and bumped into the toilet, not hard admittedly, but the toilet pan detached itself from the floor, it had been fixed with screws a mere inch and a half long, i had to fix it myself. The stop tap couldn't be turned off without using a spanner and the pipework in the bathroom looked as though it had been done by a child. They fianlly came out to doo the floor, second visit, but said they were floor layers not plumbers so could not remove toilet and washbasin, to get the job done i removed the stuff myself!
It was impossible to gain access to the consumer unit due to the proximity of one of the kitchen cupboards and the electrical certificate stated unsatisfactory wiring condition although it didn't list some pretty major faults I discovered in the loft, loose cables, joint boxes with cables exposed to name but two problems.
At the front of the property was a grid for the gutters, it had been blocked for years, the heavy rain flooded the front garden and also the steps up to the house, these became slippery in the freezing weather, there was damp in the porch which needed treating, due to cost they only treated a small area, a lead flashing is loose on the porch roof, again not dealt with, as was the large piece of loose render on the wall adjacent to the side window.
They were unable to replace stop tap as they couldn't locate the street tap, so I had to organise with water company to get this sorted, and still am.
During work to locate water main a broken sewer pipe from my toilet was uncovered, i rang torus while the hole was open advising them of the problem and was told to just let utility company fill it in, they'd sort it later and after 3 visits i'm no further on. in short torus are all about the money, you pay them a high rent and get very little in return, in fact the rent on my bungalow would be £40 a week less in the neighbouring borough as a council house.
its making my health even worse as i not only have the arthritis but a number of mental health issues also and really dont need the stress. in short Torus make Peter Rachman look like the perfect landlord, avoid if you can.

Torus advertised a property for sale for shared ownership in Macclesfield. I realised the house price was inflated, but I liked the house and thought this could have been a forever home. I submitted my application and was told I’d qualified for the property. They had insisted I used TMP mortgages, who had me jumping through hoops to evidence earnings and my deposits for weeks. I was happy to do this and I just accepted this was part of the process, even though previous mortage applications had not been so difficult. I was then bombarded with emails and calls from conveyancing solicitors, giving me quotes - again, I didn’t mind as I just wanted myself and my children to be settled and I wanted to progress the purchase. I then receive an email stating the property i had applied for had been sold months previously - and instead offered me a different property, where the price had been inflated by about £80000. I believe this company were hoping to take advantage of my vulnerable position and assumed I would just cave in and take this other property out of desperation …. But I’m not stupid. I guarantee I would have been put in a situation where my deposit (and therefore investment) would have been lost forever, I’d likely be in negative equity at some point and I’d be paying rent to this company, way past the value of the house for the rest of my life. This was an absolute scam and not aimed at supporting people to get on the property ladder. Absolute Shylocks. Avoid.

I was a Tenant before stock transfer and the Torus merger, the service they provide has declined terribly.
There is a dreadful after sales service for shared ownership they procrastinate or ignore problems that can be devastating for inexperienced first time buyers! A good service gone bad, not recommended...

Torus has really gone downhill, they used to be so helpful when it came to their tenants, and now they can't even be bothered putting an outdoor light outside for an elderly couple whose driveway pavement flags are coming apart, they did the job too a few months ago. And now they will have to wait for someone from Torus to contact them for an actual appointment (which the woman couldn't do on the phone when they called)... Outdoor lights are now for Domestic violence tenants ONLY

It's like they're bringing anyone in to do the repairs its terrible... And when it comes to pest control on the property, they aren't bothered. They gave a tenant a property that was crawling with pests knowing that they look after small children.. Knowing that they was pest in the property as there's notes on the system

Very bad experience. Unprofessional service. I was booked in for a mold and dump surveyor to come in today. I had to cancel on work last minute for this appointment. Not a single person showed up!!!! I’ve been waiting at home all day for this!!!!
This is so unacceptable

What a bad service. I’ve been waiting for months for someone to come for the mold and dump.
This is surely not under contract right?
It’s surely unhealthy to live with dump! These are human rights!
We need to live in a healthy environment!

The worst customer service I have ever encountered.